1. Purpose
This Policy outlines the procedures and requirements for the return of stock purchased from Viva Energy Retail SMGB Pty Ltd (SMGB) by you (Customer).
This Policy is to apply to any Customer purchase from SMGB to ensure a smooth and fair process for both Customers and SMGB.
2. Policy Details
Customer Responsibility for Change of Mind or Incorrect Orders
Customers are solely responsible for their decisions regarding purchases and placing an order. If a Customer changes their mind, or orders an incorrect product, they may elect to return the unwanted items for a refund if the product is eligible for a return.
3. Requesting a Return
If a Customer is requesting a return they must at all times be eligible (and comply with the obligations under item 4) and must notify SMGB by Contacting the Wholesale Support Team on +61 8 8333 9700.within 28 days from the date of the invoice containing the goods requesting to be returned.
4. Return Eligibility
Products can only be returned if:
a. the Customer provides evidence of purchase via a valid invoice issued by SMGB noting the products that the Customer intends to return; and
b. the invoice must indicate that the product was purchased within 28 days from the Customer placing a request for return. The Customer agrees and acknowledges that SMGB will not accept any returns requested after this period; and
c. the returned items must be in the same condition as they were delivered, in whole and complete packaging and in saleable condition (at SMGB’s sole discretion). The Customer agrees and acknowledges that SMGB will not accept any returns on items that are not fit for re-sale in their absolute discretion.
5. Acceptance of a Return
SMGB will accept an eligible Customer return and communicate the same to the Customer. The Customer agrees and acknowledges that any return will be subject to the Return Fee outlined in Item 6 and Customer compliance with item 7.
In instances of standard metro SMGB delivery locations, SMGB will co-ordinate the collection of the returned items with the Customer acting in good faith and the Customer will make available the returned items in accordance with item 4.
In instances of delivery outside standard SMGB areas where third party logistics providers facilitate deliveries on behalf of SMGB, the Customer agrees and acknowledges that it will be solely responsible for all additional fees and costs associated with the co-ordination and collection of the returned items. The Customer will make available the retuned items in accordance with item 4. The Customer agrees and acknowledges that any third party logistic costs will be passed directly onto the customer and charged in the same manner as the Return Fee. For the avoidance of doubt the Customer acknowledges and agrees that these additional costs are in addition to the Return Fee.
6. Packaging Returned Goods
The Customer is required to package the returned goods and have a physical copy of the invoice relating to the returned goods presented to the Driver at the time of collection of the eligible returns.
7. Driver Protocol for Returns
Drivers are instructed by SMGB not to accept any returned products unless the Customer presents a valid invoice that corresponds to the purchase of the returned item.
8. Return Fee
The Customer agrees and acknowledges that a return fee of $25 inc. GST (Return Fee) will be applied to any Customer return.
This fee will be included in the subsequent invoice issued by SMGB to the Customer.
This fee will be covers administrative costs associated with processing returns.
9. Discretionary Waiver of Fees
The Return Fee may be waived by SMGB in only in instances where SMGB is requesting the Customer returns goods.
10. Contact Information
For any questions regarding this policy or to initiate a return, customers can contact our Support Team at +61 8 8331 6842.
11. Acknowledgment
By making a purchase with SMGB, customers acknowledge and agree to the conditions in this Policy.
12. Review and Adjustments
This policy is subject to review and adjustments as needed to reflect operational needs and customer service standards.